Escalation Engineer - ZIA/ZPA

📋 Description

• Own and drive resolution of escalated customer issues.
• Work on critical cases within SLAs/OLAs.
• Participate in 24x7 support including on-call rotation.
• Reproduce issues in controlled environments for validation.
• Create and maintain knowledge base entries.
• Collaborate with Engineering and Operations to accelerate troubleshooting.

🎯 Requirements

• Bachelors with 8+ years as a Support Engineer in networking or web security.
• Proven experience handling critical escalations to resolution.
• Thrives in high-pressure escalation environments; resolves complex technical challenges.
• Proficiency with standard network diagnostic tools (Ping, Traceroute, MTR).
• Expert knowledge of HTTP, SMTP, DNS, etc.
• Strong understanding of VPNs, SSL/TLS, Firewall, IDS/IPS.

🎁 Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!